Assistant Manager / Deputy Manager Quality Job In Hexaware Technologies Limited In Nagpur

Manages a team of 15 to 20 QA Analysts To manage transaction quality profile for a customer service process for our domestic client Participates in design of call monitoring formats and quality standards Defines Quality Framework, CTQs and implementation of Quality Control Plan To conduct audits as per defined guideline and sampling for transaction monitoring To ensure 100% closure of feedbacks To create and publish regular audit reports with management and clients (daily, weekly, monthly) To identify gaps and conduct feedback and refresher sessions with agents to improve Quality of calls To drive process improvement initiatives To drive calibration sessions with internal or external customers To conduct training for group of agents, when needed To conduct quality induction for new hire batch Leads quality monitoring and analysis team and provide trend data to site management team on a regular basis Gives subordinate opportunities to develop their own expertise and delegates effectively to ensure shared responsibility for work output Maintain overview of daily records, MOMs and Action items Organize touch-base meetings with Operations Leadership and discuss on AOIs and major concerns Able to use automated information systems and analyze Provide corrective / improvement solutions to the QA's on periodic basis to help them improve their accuracy scores Working in close tandem with Ops Asst Mgrs on the process for an excellent team and process performance Prepare performance evaluations and documenting contact-handling procedures Prepare TNAs basis the audit done and coordinate with the training team to ensure the TNA is executed.

One-on-one feedback to the QA's basis their performance Provide domain knowledge & track external & internal escalations

2-3 Years In Current Role As Am Quality In A Call Center Or Backend Environment (inbound Calls, Emails/chats) good Aptitude Skills-reasoning, Logical Reasoning And Problem Solving. desirable Experience In An International Bpo For At Least 1 Year.

Hexaware Technologies Limited is looking for Bachelor Of Commerce (b.com) profile candidates.